Zipporah Copeland
Columbus
Summary
Dedicated Customer Service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Roadside Assistance Agent
Goodyear FleetHQ
05.2023 - Current
- Provide roadside assistance services to customers in need
- Answer incoming calls and respond to customer inquiries
- Utilize company software to document customer information and service details
- Dispatch tow trucks or other emergency services as necessary
- Maintain a positive and professional demeanor with customers at all times
- Follow company protocols and procedures to ensure efficient and effective service delivery
- Attend training sessions and meetings as required to stay up-to-date on industry knowledge and company policies
- Meet or exceed performance metrics related to customer satisfaction, call handling times, and other key indicators.
Scheduling Agent W@H
Neighborly
06.2022 - 04.2023
- Schedule, reschedule and cancel appointments
- Contact LTR members regarding yearly upcoming DV servicing
- Coordinate between technician and customers regarding any schedule changes
- Take detailed notes about any request made from customer to tech
- Communicating with customers regarding appointments and instructions for servicing
- Ensuring that customers' information are safe and secured
- Ensuring the integrity and accuracy of all information held on the scheduling system
Customer Care/Sales Representative
Colossus
02.2022 - 06.2022
- Company Overview: Contract
- Outbound calls
- Meeting and exceeding sales goals
- Giving sales presentations to a range of prospective clients
- Intense product knowledge
- Contract
CSR - Customer Service Representative
Humana
02.2021 - 02.2022
- Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries
- Demonstrate accuracy in processing client policy modifications based on the data given
- Verify new customers coverage and present policyholders with proof of insurance paperwork
- Keep track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies
- Stay up-to-date on new marketing efforts to answer insurance product inquiries utilizing all the resources available
- Handle complaints, present appropriate solutions, and alternatives within the timeframes set
- Collect copays and deductible payments
- Ensure patient forms contain all necessary billing information
- Scheduling rides to healthcare locations
Fraud Analyst
Total Systems
03.2020 - 02.2021
- Responsible for putting in credit card dispute cases to recover funds for merchants using proprietary software
- Validate appropriate data from internal and third party systems and ensure appropriate course of action is being pursued
- Ensure accurate and appropriate responses to disputes
- Monitor disputed transactions for possible fraudulent activity
- Serve customers by resolving product and service problems
Volunteer Peer Helper
G.R.E.A.T.
07.2014 - 12.2016
- Ensured accurate account of campers
- Demonstrated and Supervised team building exercises
- Ensured student agendas were met in a timely manner
- Completing routine tasks given by G.R.E.A.T
- Staff
Education
High school diploma -
Kendrick High School
Columbus, GA05.2017
Skills
- Medical scheduling/billing
- Data entry proficiency
- Excellent communicational skills
- Organizational skills
- Time management skills
- Proficient in all of MS software
- Phone etiquette
- Experience in entrepreneurship
- Call center experience
- Knowledge of medical insurance procedures
- Proficient Windows software
- Account updating
- Scheduling
- Task prioritization
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Roadside Assistance Agent
Goodyear FleetHQ
05.2023 - Current
Scheduling Agent W@H
Neighborly
06.2022 - 04.2023
Customer Care/Sales Representative
Colossus
02.2022 - 06.2022
CSR - Customer Service Representative
Humana
02.2021 - 02.2022
Fraud Analyst
Total Systems
03.2020 - 02.2021
Volunteer Peer Helper
G.R.E.A.T.
07.2014 - 12.2016
High school diploma -
Kendrick High School
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